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A customer in Germany asks whether we can extend the warranty on refurbished ConveyorX motors to 36 months. What can I promise on the call today?
You can offer 24 months today. A 36-month term is possible but needs approval.12
Standard refurbished warranty is 24 months from delivery, covering parts and labour, excluding wear items (belts, bearings).1
Extension to 36 months is allowed for EU customers if the unit passed a Grade A refurbishment and the customer buys an annual service visit. It costs 6% of net unit price and requires Legal sign-off for contracts above €50k.2
Do not describe the extension as a statutory right. German law gives the customer a separate defect-claim period, which the approval matrix asks you not to discuss on sales calls; refer such questions to Legal.2
Suggested wording for the call is in the playbook module you completed last week.3
Grounded in 3 permitted sources. 2 documents in Legal restricted folders were excluded because you do not have access to them.
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Draft the email confirming 24 months plus the 36-month option, in German.
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1Warranty Policy v4.2 — Refurbished unitsSharePoint · Legal · updated 14 Aug 2026 · PDF · p. 3–4